Farmers Insurance Manager of Knowledge Management in Austin, Texas


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Job Summary


Lead the implementation of the organization’s Knowledge Management strategy, ensuring that the information needs are met in a timely, effective and efficient manner. Knowledge management (KM) is the process of capturing, developing, sharing, and effectively using organizational knowledge. It refers to a multi-disciplinary approach to achieving organizational objectives by making the best use of knowledge. Ensure that all systems supporting Knowledge Management work in an integrated fashion and are appropriately supported and developed to guarantee a high and continuing level of efficiency benefit to the organization. Manage the relationship with third party software providers of our knowledge management platform, as well as internal contributors and stakeholders in the knowledge system. Provide a strategic view on the further development of knowledge management systems and practices in order to support the work and development of the organization into the future.

Essential Job Functions


Leads a team of up to 20 knowledge management professionals (mentorship, coaching, performance management) Manage, maintain and develop the organization’s knowledge system and content to meet the information needs of employees, customers, and agents Lead development and implementation of content strategies (i.e., enterprise governing structure of how to organize and categorize co ntent) for the web and internal systems including discovery, planning, analysis, migration, delivery and governance Monitor and share data illustrating the organization's progress in achieving its strategic content and knowledge objectives with Call Center leadership, Service Operations Strategy team, etc. Establish and enforce effective governance and change management to drive consistency across enterprise knowledge strategy and increase utilization of knowledge platform

Physical Actions


Physical Environment


Education Requirements


Bachelor's Degree. Graduate Degree in Knowledge Management, Information and Knowledge Strategy or Organizational Development is strongly preferred or a post graduate qualification in a related subject OR a professional qualification such as a chartered librarian and information professional through CILIP (Chartered Institute of Library and Information Professionals). KCS practices certification preferred

Experience Requirements


Seven or more years of proven enterprise-level knowledge/content strategy consulting or internal experience. years or more experience Three managing/leading teams

Special Skill Requirement


Leadership and excellent communication skills Excellent information technology skills including relationship database programming and/or reporting skills; Salesforce knowledge management platform experience preferred


Farmers is an equal opportunity employer, committed to the strength of a diverse workforce.

Job: *Operations

Organization: *Farmers Insurance

Title: Manager of Knowledge Management

Location: Texas-Austin

Requisition ID: 180002AC

Other Locations: United States-Kansas-Olathe, United States-Arizona-Phoenix, United States-Michigan-Caledonia